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Global Cloud Contact Center Engineer (REMOTE)

Company: Resolution Technologies, Inc.
Location: Saint Louis
Posted on: January 16, 2022

Job Description:

Global Cloud Contact Center Engineer (REMOTE)
Global Cloud Contact Center Engineer Job Summary:The Global Contact Center Engineer is responsible for the migration and support of various types of contact center solutions to the Nice inContact platform. This role includes working closely with business leaders and technology engineers to digitally transform the environment and improve the overall customer experience. It requires strong communication skills and experience translating business requirements into technical deliverables and executing on those to ensure successful customer interactions.
Global Cloud Contact Center Engineer Duties and Responsibilities:

  • Design, test and implement the NICE InContact platform which includes the CXone Contact Center, IEX Workforce Management and Salesforce integration for CRM
  • Analyze, build, and modify call routing utilizing InContact Studio
  • Demonstrate experience with VoIP implementation and support, specifically configuration of SIP end points and troubleshooting SIP telephony
  • Work with vendors to articulate business needs and ensure work is delivered accurately and to specification
  • Lead and participate in cross-functional teams to implement technologies and create standard operating procedures that will integrate into the company's global infrastructure
  • Establish a standard approach and process for quickly integrating contact center technologies acquired through mergers and acquisitions
  • Execute on established procedures as it relates to incident, change and event management
  • Provide tier 3 support to resolve complex issues
  • Provide training and coaching for technical resources
  • Stay relevant with contact center technology changes and innovations to recommend the most effective improvements for the business
    Global Cloud Contact Center Engineer Qualifications:
    • Bachelor's degree or equivalent IT work experience
    • Minimum 5 years prior job-related experience including an understanding of the contact center business, market and business trends
    • Nice inContact Contact Center as a Service platform
    • Experience supporting next generation technologies and omni channel communication
    • Oracle Session Border Controller configuration and management
    • Experience with multi-vendor platforms such as RingCentral, Dialpad or 8X8

Keywords: Resolution Technologies, Inc., St. Louis , Global Cloud Contact Center Engineer (REMOTE), Engineering , Saint Louis, Missouri

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